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At Gear Club Direct, we want you to be happy with your purchase. We understand that there are times when once a product is received, it may not be what you needed or wanted after all. So, we will gladly accept your qualifying return within 15 days of the delivery date. After 15 days of the delivery date, all sales are final.
The Return Process
Customers are required to obtain a Pre-Authorization to return any product. To submit a request for a return, simply log in to your account and request a return and one of our sales representatives will contact you within 24-48 business hours. If you do not have an account with us, please open a help ticket, providing as much detail as possible and whether you are requesting a refund or an exchange.
Please note : Any items returned without a pre-authorized will not be accepted. Items returned to Gear Club Direct that have not been authorized, or that fall outside of the terms of our return policy, can be returned to the customer at the customer's expense if requested, otherwise, they will be forfeited and discarded after 30 days.
All returned merchandise should be shipped pre-paid and insured. Gear Club Direct does not reimburse shipping and handling charges incurred to have items shipped back to us, including packing material, boxes, etc. Be sure to keep a record of the tracking number. Gear Club Direct will not be held responsible for returns that are lost or damaged in transit.
Gear Club Direct reserves the right to refuse any returns that are not returned according to the guidelines that are shown herein. All returned products must:
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Pre- Authorized
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Include ALL original packaging
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Not have packaging that is written on or defaced in any way
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Be in their original box with the UPC code still attached, unregistered, without missing, damaged, or altered serial numbers
or the Pre-Authorization will be revoked and/or the item refused, at our sole discretion.
Returns are inspected at our warehouse upon receipt. After a product technician receives, inspects, and approves the return, a refund will be issued for the amount of the original purchase price, less shipping charges, a 3% CC fee (if applicable), and a restocking fee. (For items ordered under our Free Shipping Promotion, the shipping charges that were incurred on our behalf will be deducted from the refund amount. The initial outgoing shipping is only free when you keep the item purchased) A refund or exchange is typically processed within 2 to 5 business days, however processing time may vary depending on daily return volume. Thank you in advance for your patience.
Return Policy Guidelines
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No product returns will be accepted more than 15 days after the date of delivery.
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No product returns will be accepted for non-returnable items.
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We are not able to accept returns on damaged merchandise that was not inspected by the customer at the time of original delivery and not reported or claimed within 72 hours of receipt. If a customer signs for a delivery and does not report any damage to the shipping company or to us, then it is the customer's responsibility to file a claim with the shipping company to recoup any damages.
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Please note that we are only able to process returns and refunds for items purchased from Gear Club Direct.
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No credit will be provided if a customer returns a product to us without a Pre-Authorization.
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If for any reason the shipping carrier is unable to deliver and a package is returned to us, either as undeliverable or refused by the customer, the customer will be responsible for both the original shipping costs incurred by Gear Club Direct and any return shipping charges and costs charged by the shipping carrier for the return or refusal. Restock fees will also apply.
Defective Items
A defect implies an imperfection in workmanship for what the item was designed for. If you've received an item that is not functioning correctly, and you've gone through troubleshooting techniques with a Gear Club Direct representative or the manufacturer and are still experiencing an issue, then you may have received a defective product. For your convenience, customers within the contiguous U.S. will be issued a printable, pre-paid shipping label for defective returns.
Once we receive your return, it shall be inspected (serial numbers as well) and thoroughly tested by a technician. Once we have verified the defect, we will exchange the defective product for a brand-new one or issue a refund should you choose to decline a replacement. For products that are returned as defective, but which after inspection are found not to be defective, the customer will be fully responsible for all shipping charges, including the cost of retrieval, a 3% CC fee and a minimum 20% restock fee.
Restocking Fees
Maintaining trust with our customers is of monumental importance to us. That means communicating clearly and honestly, especially when it comes to a product's condition. When we sell an item as "New", it must be absolutely "never touched by anyone since the manufacturer-new." This means that products that have been opened for any reason can no longer in good faith be re-sold as "New." Even if you only opened the box one time, looked inside, and decided to “change your mind” to the next customer this item is no longer "New." As a result, if you return a non-defective piece of equipment, we must resell it as an "Open Box" to the next customer - even if it still looks, sounds, and smells brand new. This is the same level of honesty and courtesy we extended to you when you made your purchase as well.Therefore, due to the time and expense involved in inspecting and processing a return, and since gear returned to us must be deeply discounted to be resold as "Open Box" all returned merchandise is subject to restocking fees, regardless of condition, as outlined below:
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Non-defective merchandise that is returned for refund in an unopened with the GCD tape intact, resalable "new" condition is charged a nominal 5% restocking fee ($5 minimum.) This can often be reduced to 0% when the returned merchandise is exchanged for merchandise of equal or greater value at the time of the return or at the manager's discretion.
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Non-defective merchandise that is returned for refund in an opened, resalable "like new" condition, that is in their original box or packaging, including all packaging material, blank warranty cards, manuals, and accessories is charged a 20% restocking fee ($5 minimum.) This can often be reduced to 10% when the returned merchandise is exchanged for merchandise of equal or greater value at the time of the return.
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All non-defective merchandise returned in opened, "not new" condition, or showing excessive wear, or with missing contents or packaging, or with the return address or other writing on the product box or shipping box, or with the product box taped closed with duct tape, GCD tape tampered with, will automatically revoke the return authorization, at which point the item can be returned to the customer at the customer's expense if requested, otherwise they will be forfeited and discarded after 30 days.
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IMPORTANT INFORMATION regarding FOG, HAZE, SNOW, and BUBBLE MACHINES: Since using any non-vendor approved fluid in the machine will void the manufacturer's warranty and require us to ship it back to the manufacturer to be refurbished/repaired and then later re-sold as a refurbished unit at a heavily discounted price, any atmospheric machine returned showing signs of use or with any fluid in the lines shall be assessed a mandatory 50% restocking fee.
Reasons for Restocking Fees
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To re-sell the item at a discounted price in accordance with its condition
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Administrative costs associated with processing & handling a return
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Product technical inspection and verification
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Re-boxing of merchandise to manufacturer's standards
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Repair of packaging that is defaced with writing, marker, or tape
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Cost recovery for products that have missing parts, instructions, or packaging materials
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Cost of restocking the product and adding it to inventory levels
Items that are Non-Returnable
While we maintain a very liberal return/exchange policy and try our best to be as accommodating as we can, there are certain items that simply cannot be returned for very specific reasons. Unfortunately, these exceptions are necessary.
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Merchandise with missing, damaged, or altered serial numbers
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Merchandise with the UPC code removed from the product box or packaging
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Fluids, cleaning supplies, and care products cannot be returned once opened because their contents may have been compromised
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Personal items (i.e. microphones, earplugs, in-ear monitors, talk boxes, needles, etc.) and any other items that touch your mouth, nose, or inner ear cannot be returned once opened due to health and sanitary reasons
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Passive Speakers & Subwoofers since they are all special order these days due to low demand
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CD-R, CD-RW, minidisc, FlashROM, or any other media cannot be returned due to the possibility that they could be used
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Accessories and replacement parts (i.e. crossfaders, power supplies, lamps/bulbs, cartridges/styli, slipmats, raw frame speakers/diaphragms, electrical parts, batteries, bulk cable, carpeting, gobos, knobs, etc.) cannot be returned due to the possibility that they could be used.
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Items that would not normally be stocked (i.e. discontinued items, closeouts, clearance items, open box) cannot be returned unless defective
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Special order and Non-Returnable items, since these items are specifically ordered for you, they cannot be returned. For any problems with a special-order item, please contact the manufacturer directly
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Gift Cards and Gift Certificates are redeemable for merchandise only. They may not be returned, exchanged, or redeemed for cash.
Additional Information for Returns of Financed Leases
Orders purchased and funded via "leasing" are considered to be a final sale, as the leasing companies hold the purchased products as collateral. Be sure you know the exact equipment you want to order beforehand, as once a "Lease" transaction has been finalized, we are unable to make any changes to either the items or quantities, per the leasing company. If a financing company allows for a return, any interest that has been paid to them is non-refundable.
Promotional Items and Rebates
Any product that is returned without the promotional item(s) included with the original transaction will have the value of the promotional item deducted from the refund amount, including gift card offers. This also includes the value of our Free Shipping promotion and 3% CC fee.
Refusal of Shipment
If a customer refuses merchandise that was to be delivered to them without going through our return process to receive a Return Authorization, then the customer will be responsible for both the shipping cost to send the package(s) to the customer and the shipping costs incurred by Gear Club Direct to have the package(s) shipped back (returned) to us. We will also charge a 15% Handling Fee to cover the additional costs of processing the order.
Warranty
All items sold by Gear Club Direct are warranted solely by the manufacturer. All items needing repair should be sent to the manufacturer directly for service. Gear Club Direct is not liable if the manufacturer fails to perform warranty service.
Cancellations - Can I cancel my order?
It is important to note that once an order has been placed, it may be difficult or even impossible to cancel, depending upon each unique situation. Cancellation requests are to be sent in writing via our help ticketing system, or by contacting your direct sales representative. We will make every effort to do so, when possible.- In-Stock Items
Usually ship within 24 business hours (unless it is a Holiday, or over the weekend, at which point it ships the next business day). Once an order is picked for shipping and a label has been created, an automated email will be sent with the status change of your order, once an order has left the warehouse (1 pm CST), the order cannot be canceled.
- Backordered Items
Backordered items are the easiest to cancel, and we can do so up until the time that they are ready to ship. Usually, we provide you with an email confirming your Backorder and will provide an estimated ETA. You have until that estimated ETA to cancel your order
- Drop-Shipped Items
Items that are shipped direct from the manufacturer can typically only be canceled if the manufacturer is back-ordered on the product. If they have the item(s) in stock, we can usually only cancel with them if the order has not yet been processed by them. Such orders may continue to be labeled in your account as Backordered, Pending, Processing, or Drop-Shipping from Supplier even if already shipped, as orders are not updated as Shipped until after the supplier has provided us with the proper documentation
- Special Order Items
We are not able to cancel "Special Orders."
Items That Arrive Damaged
